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Operations Specialist

The Operational Services Specialist at Prometric serves as the primary point of contact for an assigned portfolio of test delivery points (test centers, proctors, events, etc.) working in a team-based environment. This individual will provide triage of urgent requests and work with test delivery staff to properly resolve all inquiries. This includes educating staff as to where they can access information for self-service. This role requires that all interactions be documented for easy retrieval for future inquiries, as well as overall analysis to identify improvement opportunities in how we handle candidate operational issues.
Primary Responsibilities
Work cross-functionally with internal departments to meet test center servicing needs and ensure high levels of candidate satisfaction
Build effective working relationships with testing sites in assigned portfolio
Eliminate the re-incidence of operational issues by creating, documenting and communicating resolutions
Work in a team-based environment, promoting a service excellence culture
Improve response times via phone, email and chat to ensure exceptional customer experiences
Field, triage, diagnose and resolve basic issues; provide closed-loop follow-through and resolution of issues
Define and manage troubleshooting best practices for team including providing backstop-support before escalating to Operational Service Manager
Collect and compile recurring issues, document cases for management to prioritize as needed
Flexible to work a defined shift between 7:00 am ? 9:00 pm, Monday - Sunday
Required Experience
Bachelor's degree in Business Administration or other related course work preferred
Demonstrated customer/client focus
Situational awareness in order to be able to resolve and/or escalate issues as required
Ability to demonstrate cultural awareness to function as a part of a global team
Good conflict resolution skills and respect for others
Works well under pressure in a fast-paced environment
Good interpersonal and communication skills over telephone, email and other platforms
Self-starter and independent worker
Proficient with Microsoft Office (Word, Excel, Outlook)
Experience or familiarity with Salesforce is a plus
Other details
Pay Type Salary
White Marsh, MD, USA

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